National Service Manager

Job Description :

Work Schedule

Environmental Conditions

JOB PROFILE:

National Service Manager, India - Environment & Process Monitoring (EPM)

About Company:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our Innovative Laboratory technologies & Services makes it easier for customers.

About Us:

Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access, and a global footprint. Our broad customer base-from research and clinical to commercial production-enables you to have a meaningful and far-reaching impact, all while working in an environment where you are supported, valued, and rewarded for your performance.

Within this, our Environment & Process Monitoring (EPM) business designs and manufactures industry-leading solutions for gaseous and particulate monitoring, flow measurement, and process analytical applications. Our technologies help customers improve efficiency, ensure regulatory compliance, maintain process quality, and enhance worker safety.

Role Summary

Lead and manage the India service business organization for Environment & Process Monitoring systems. This role is responsible for driving customer satisfaction, achieving service revenue and booking targets, and ensuring operational excellence across service delivery.

Key Responsibilities

Service Operations & Delivery

• Manage and optimize resource deployment through regional service managers
• Improve service processes to ensure faster response time and high-quality service delivery
• Develop contingency plans to address operational challenges

Customer Experience & Relationship Management

• Enhance customer experience to drive repeat business
• Maintain strong customer relationships with a customer-centric approach
• Handle escalations, conflicts, and crisis situations effectively

Commercial Excellence

• Forecast and drive quarterly service bookings and revenue
• Identify opportunities in service contracts, spares, and aftermarket business
• Provide value-based solutions and lead commercial negotiations

Cross-functional Collaboration

• Coordinate with internal teams and global factories for I&C, warranty, and post-warranty support
• Collaborate with Sales, Supply Chain, Finance, and Project Management teams

Financial & Inventory Management

• Manage inventory and improve DSO, DOS, and accounts receivable collections
• Ensure profitable service operations and meet financial targets

Team Leadership & Development

• Lead, coach, and develop service teams including managers and field engineers
• Identify capability gaps and drive continuous development initiatives
• Align team goals with broader organizational objectives

Qualifications

• Bachelor's degree in Instrumentation / Electronics / Electrical Engineering
• MBA is an added advantage
• 15-20 years of total experience
• 7-8 years of experience in managing teams and business operations
• Strong field service experience
• Experience managing field service engineers and team managers

Core Competencies

• Strong knowledge of Environment & Process Monitoring in industrial applications
• Proven ability to drive commercial results (revenue, bookings, forecasting, pricing, profitability)
• Understanding of P&L, DSO, and DOS metrics
• Excellent communication (written and verbal)
• Strong leadership and team management skills
• Strategic thinking and problem-solving ability
• Ability to handle ambiguity and make effective decisions
• Customer-focused with strong escalation management skills
• Experience working cross-functionally with multiple stakeholders

Additional Requirements

• Ability to think innovatively and drive business strategies
• Strong negotiation and influencing skills
• Capability to manage high-pressure situations and deliver results

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation! At Thermo Fisher Scientific, each one of our +120,000 extraordinary minds have a unique story to tell. Thermo Fisher is committed to crafting a diverse work environment that values and respects individuals from all backgrounds.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status evidence and rationale.